Move Smart Relocation

I paid Move Smart a deposit of $1148 via electronic check on 6/11/21 for a move from Rochester NY to Houston TX. I cancelled on 6/12/21 within the 72 hours guaranteed for a refund. On 6/14/21 I received an email from the company that I would receive the refund within 30 days. It’s been 4 months and no refund. I have called customer service several times and they route to accounting who never picks up or responds to vmm. Customer service says they have no control over accounting. I want my deposit!!

Move size: Partial Move Service cost: $1148

I hired Move Smart to help me relocate from New York to Florida. Pretty simple process, they asked me what furniture I was taking and they gave me the actual price along with my car. My car was picked up the day before my move took place and they both arrived in Florida the day after I arrived. I had gotten prices lower and significantly higher, but they definitely made me feel comfortable enough to give them my business. I was actually pretty impressed with how professional the movers were.

Move size: 1 Bedroom Home Service cost: $1300

If you like being charged THREE TIMES THE ORIGINAL ESTIMATE despite sending photos of all items before the estimate, then hire Move Smart.

If you’d like your mover to show up angry, with a bullying attitude then these are your guys.

If you don’t mind having a valuable painting vandalized, slashed with a knife, this is your company.

If you’re okay with a company that gives itself two days to show up, and can’t appear on either of them, then hire Move Smart. But if not, please heed the warnings of other reviewers and stay away. I told them my mom needed to be out by the 10th, they didn’t send a crew til the 12th, causing extraordinary stress and inconvenience for all parties. And when they did show up, claimed the job was underbid and increasing the cost from $1800 to $5400.

To be clear (which Move Smart was not) this company is a broker that hires other similarly poorly reviewed companies to do the actual work. We hired Move Smart who handed us off to Superior Van Lines and/or Konami--but they are always cagy about who they were. The Konami crew showed up with a Budget Rental-branded truck.

But don’t listen to me, listen to the movers themselves: the pick up crew sent two people and one of them said of the other (the leader) that he would never work for him again because he was “too crooked”. And the unloading crew told us they could not understand why the cost was so high, when there wasn’t that much stuff.

The Move Smart/Superior/Konami entity demonstrated every one of the qualities of a scam moving company, and you should stay away from all three.

Also, contact your congressperson and tell them that legislation needs to be created to protect consumers from this type of abuse. Moving is stressful enough without the wildcard of predatory movers. It really is criminal and hits people when they are most vulnerable, and in my mother’s case, holding her possessions hostage.

Also, there should really be a zero or negative stars rating to properly rate this company. If you hire them, you'll be in for trouble.

Move size: 3 Bedroom Home Service cost: $5400

Hi my name is Michael Urbish I am here to let you know at 84 years old, I needed a full service moving company to do everything for me. They came in and packed every item in my home and then loaded the truck. I moved from San Diego CA to Cary NC to be close to my kids and grandkids. These fellas gave me great service and stayed within my budget for the move. Douglas and Daniel were very detailed and not a thing went wrong. Just moved into the new place 2 days ago and all is well. It took a week to get the stuff there, which was significantly quicker than what I was originally told. A guy names Jack kept me in the loop throughout the week and not a thing was damaged. I was terrified to Move without my wife around or the fact that I hadn’t moved in over 30 years, but I would highly recommend using Move Smart in the future to anyone looking for a quality company.

Move size: 2 Bedroom Home Service cost: $3850

I don’t like leaving bad reviews but this company made it clear how they handled there mistake. I reached out provide them with several quotes from other companies. When moving day was here they lied. I was charged $1,600 more then my quote. The company said to me yes we know there was an issue we fired Mike the guy who set your shipment up. We found he was messing with quotes to win business. But that’s not my fault. Instead of taking ownership they sent me nasty messages saying I signed the contract they screwed up. What he told me doesn’t matter nor does the fact you stated you know it happened. They are refusing to fix it and putting the cost on me. I had to pay since the moving company wouldn’t finish loading the last of my items till I did. They hold you hostage and then screw you. Don’t use this company. I am reporting them to the military and every other onscreen I can find. I have never in my life seen a business treat a customer this way when they clearly know they are at fault. I have emails and records showing everything. Still I get we will not do anything that it’s my fault after they already admitted they know it’s theirs.

Move size: 4+ Bedroom Home Service cost: $7700

This place is a deceptive company

#1 they are not a moving company they are brokers

#2 they lie

# 3 they hire crooks to move your furniture

#4 the movers load your belongings and then demand cash for more than you were quoted

# 5 if you get your belongings they will be damaged

#6 they loose your belongings after they get more money ? from you

#7 I rarely do reviews but they need to be stopped

Buyers beware ?

Move size: 2 Bedroom Home Service cost: $4300

STAY VERY FAR FROM THIS COMPANY. We were set up to move on Dec 26/27 2020. They called us said our truck didn't pass sanitation so we need to reschedule you. Our house was closing on Dec 29 and we had to legally be out but they said they would come on Dec 29, 2020. I told Sara the customer service rep that Dec 29 was the absolute deadline and if they don't full fill it I want a refund. She swore up and down no problem we promise we will come. Dec 29, 2020 comes the driver Casey calls me and says I will be to your house at 4pm and then shows up at 5pm. Then he smiles a little and says Mam please come here I need to show you something (He opens the back of his truck and there is enough for not even a 1 bedroom apartment). I said you have to be kidding me!! He said my last job took more room and I know your contract/agreement says 649 cu ft. but I only have enough room on my truck maybe for 350 cu ft. He said who ever you gave your inventory list to way underestimated your quote and you have more like 850 cu ft to a 1000 cu ft. Casey went on to say If I were you I would not put even 350 cu ft on this truck because if you put your stuff on 2 different trucks it is easier to get lost in the shuffle. Karen his supervisor got on the phone and promised to send a truck from Vegas next day Dec 30, 2020. We end up moving our own things since we legally had to be out into a moving truck ourself. Hired and paid the men, paid for moving trucks. Then we were going to park it or go to Tucson. We asked Casey can you come to Tucson same price tomorrow Karen the Sup said no problem. Then we call them on Dec 30th and they say they can't get us in until after the New Years around Jan 2/3. We would already been to our new home at that point and its way too late. We ended up having to rent a moving truck and drive our self. The manager Chris Ocean is very rude and hangs up on you. When you call to demand a refund he talks over you, won't let you get a word in edge wise and then tells you to stop calling for the refund and you're not getting one and if you continue to call he will get you for harassments. My plan now is I will be submitting a civil lawsuit and I plan on fighting for every penny back. My $790 deposit and the $500 I paid for being honest to add a few inventory items I had forgot. I plan to sue them for my money back, expenses out of pocket for doing it myself, hiring movers and moving trucks and time and aggravation. I gave them a chance to make it right and give a refund back for all the mess they caused me on my move but they refuse. I will show all the bad google reviews to the judge and let the judge decide and I will be calling the Dept of Transportation. BBB is already filed. I mean business !! no one robs of me of my hard work money and you can't legally keep someone's money when you didn't provide a service.

Service: Out-of-state move

Move size: 2 Bedroom Home Service cost: $1290

Never use this company, I will file a complaint/lawsuit on Monday

1:totalcontract is$2700 took the first payment, when signed contract on the line. the second payment will be paid when the Truck shows up and loading on the Goods.

the third payment will be loading out the delivery to the new place.

2: truck shows up late, Truck does not follow the schedule, shows up at 8;30 pm ( should be 12-5 pm),they asking $7419 more. if don't pay it, leaving, I told them all the list item in the contract it is the item in our house, it is not add on the any more item.no pay,theygone

3: when I call Move smart, no one answers the call.

4: End I have to rush to rent the truck moving by our self.

5: the person I deal with is Peter Russo, I list each item in my contract, no any item add on, he told me if you don;t have any thing add on , won;t have any extra charge,

Peter Russo

5615032424

Senior Logistics Coordinator

Move Smart

(888) 588-3451

6: after he took the money, I start call him, never answer and return the call.

7: Never use this Company. all country home owner we need fill a class-action again this company

8: The company is Cheater. and Peter Russo is a liar

9: when I back to the page to find the contract all the contract page it disappeared. empty full page, Please see attached doc.

Move Smart

Address: 449 NW 35th St #104, Boca Raton, FL 33431

Hours:

Closed ⋅ Opens 9:30AM Mon

Phone: (888) 588-3451

Move size: 2 Bedroom Home Service cost: $2700

They will tell you all the bad reviews are from people who were not accurate with their inventory. They’ll go over your inventory twice before move day. You’ll express your concerns about being over-charged the day of (because of all the reviews) and they’ll put you at ease, reassuring you. But on the day of your move when you have no other options and you’ve already put down a deposit, they will hike up your move to nearly double your original quote. Don’t take a chance- invest in better movers or get moving pods. Oh, and one of the “positive” reviews below used to picture from google images. So it’s obviously a fake review.

Move size: 2 Bedroom Home Service cost: $6500

Actually no stars. This is a scam. Long distance move from Lexington, KY to Charleston, WV. My brother died so I hired this company to move his furniture from a one bedroom apartment. Price quoted $1580, deposit $ 580, then half on pick up, the rest at delivery. I live three hours away from my brothers residence. I told them this on our first conversation. Movers were supposed to arrive 2-21-2021, between 9am-1pm, then it changed to 10am-2pm. Got a call at approximately 9:00 am, 2-21-2021 that there was a cancellation, and my move would be early. But then he said upon reviewing my list of items, my cubic feet was misquoted and he would call back in ten minutes, he did not. Call customer service at 12: 30, explained the call from earlier. She informed me movers ETA was 10am - 2pm, not 9am-1pm and she had no knowledge of who called me and told me there was cancellation, but would have the driver call me. From that point on multiple phone calls between me, customer service, who notified driver, who then notified me. Each time they both assured me that movers were on their way, each call the ETA kept changing. By 8 pm I was very frustrated. Asked for refund, customer service rep replied I’m warning you if you cancel, you will not get a refund. 8:06 pm foreman called to offer discount and take my items to storage, that wasn’t the agreement. 9pm no movers, driver called said my boss wants me to help you out, I’m on the way, asked his location and ETA to my brother residence, he said he didn’t know, because he didn’t know where he was as he wasn’t from Kentucky and he couldn’t look at his GPS. Needed to go to hotel first to switch drivers who would then transport my items to WV. I was told by the foreman there was no driver to WV that night. By then I was feed up and left to drive home. Do not hire these people. It was an absolute nightmare. Can’t get a refund because I’m accused of canceling service. Customer service rep says driver showed up and I wasn’t there. I don’t know when he showed up because I was on the phone with him at 9:00 pm and he definitely wasn’t at my brothers apartment. How long is a customer supposed to wait for movers? I called customer service this morning she offered to reschedule. Really? After what I went through. Don’t bother calling the owner or the representative who scheduled the move, they won’t help. Asked to speak to them, they were conveniently unavailable. I requested a call back, they haven’t called back. They still have my deposit but, but I refuse to continue to do business with these people.

Move size: 1 Bedroom Home Service cost: $1580

I learned my lesson the hard way. First of all don't ever let a moving company withdraw the deposit from your checking account. Always use a credit card so you can file a dispute. I got no return phone calls after I placed the deposit. The morning of the move the dispatcher called to tell me that they did not have a crew for that day. I explained that I had to get on the road because of my husband's health condition. At 7 PM that night as I'm driving in another state, I got alerted that the moving van was in my neighborhood.One of their operations managers called and promised to refund my deposit based upon my incredibly bad experience. Of course she never called me back. They make a lot of promises but don't deliver. They haven't heard the last from me.

Move size: 4 Bedroom Home Service cost: $8000

This company operates a RICO Conspiracy as is likely part of a larger organized crime ring. They are a legal company but operate as a criminal organization. They only want to take your deposit. That's the first part of the scam. The second part is when the people they send to move your stuff jack the price up or hold your stuff hostage for ransom. If they do deliver your stuff it will be partially stolen, never arrive, or arrive completely destroyed. I got a quote for 9500 had to pay a 2500.00 deposit. They keep the deposit and the people they hired wanted 22,000 dollars to move me. They told me they were the moving company, they are a broker. They no longer answer the phone or respond by email.

Move size: 4 Bedroom Home Service cost: $2500

I hired Move Smart Relocation to set up my move in Oct. 2019 from NJ to FL. I had to relocate for work and was only given a 3 wk notice from my employer. My wife and I were in a panic to pack our house and find a reliable moving company. (we heard all of the horror stories of moving fraud and bad moving companies) We looked online for quotes and was bombarded with a slew of calls from moving brokers, POD services and truck rentals, we even got calls from auto transports. I spoke to a few of the companies and got quotes but they all were pushy when it came to getting my down payment. Some of them didn't even address all of my moving needs before they asked for money. It felt like I was dealing with sleazy car salesmen, not to mention they were ALL badmouthing other companies to get me to trust them. It left a bad taste in my mouth and I was about to give up, rent a truck and do the move myself. Finally, I spoke to Paul over at Move Smart. His professionalism, knowledge of the industry and customer relation skills is what made my choice a no-brainer. Even though they were a few hundred dollars more expensive than the other quotes I was receiving. Paul and the customer service team were by our side the whole process of our move. The movers showed up and packed all of our belongings with care. Once they arrived in Florida the delivery went great, they set up all of our furniture and all my wife and I had to do was unpack our boxes. There were a few dishes that broke during the move and even though it was my fault (I didn't pack them with enough packing material) they still offered to set us up with their claims department to cover the cost of the damage. Overall it was a pleasant experience and I was 100% satisfied. I will definitely use this company again and recommend them to everyone I know who is moving. GREAT JOB GUYS!!

Move size: 3 Bedroom Home Service cost: $5000

I’ve never left a review for anything so you know this must have been bad. I booked my move 3 months in advance. They told me they would call me 5 days before to discuss the logistics. I felt like that was cutting it too close, but they assured me that was normal. 5 days before..no call. So I called them. They then took my inventory and said the price would not change. BUT they still had no idea when the movers were coming. They said they would let me know the following day. NOPE.

They finally called me the day before I was to move and told me they would be there between 9-1. The next day I was very stressed, but patiently sat on my couch until 1pm. No one came, no one called. After I called numerous times, they said that the driver would call me. He called to tell me they were 2 HOURS away, making them 3 hours late. I called MoveSmart in tears because I was supposed to drive 8 hours after the move and obviously I couldn’t now. The customer service representative, Jessica, was so incredibly rude and said since they were still coming, she couldn’t offer me any sort of assistance.

They ended up coming at 6, so 5 hours late. Then the movers informed me that they couldn’t park outside of my house even though I had been holding a space all day and I would be charged for long carry. I would also be charged for stairs because the limit is 12 and I had 14 (they included the steps to my front door). And then they were going to have to charge a packing fee because I had a bag of hangers. I had called 2 days prior to make sure that was okay, was told it was fine. So now I’m paying $500 more than originally agreed upon. And I can’t do anything about it because I have to move that day. I’m a teacher and I was already paying an entire paycheck for this move. Because of this I was not able to even buy groceries when I finally got to Austin.

I am so disappointed with literally everything about this move. I now am apparently waiting 7-14 days for my furniture to arrive so I’m sleeping on an air mattress for now. I hired movers to take some stress off of the move, but they created so much more stress than I could ever have imagined. Now I realize it would have been cheaper and less stressful to sell my stuff and buy all new furniture. Truly awful experience with atrocious customer service. The movers at least were nice while they were price gouging me.

Move size: 1 Bedroom Home Service cost: $2000

DO NOT USE THIS COMPANY!! I REPEAT, DO NOT USE THIS COMPANY!!

This company was terrible. Initially they seemed great but after paying my deposit it was downhill from there. The pick up was semi-organized but still not great. I waited 10 additional days on when they said they would deliver. They proceeded to arrive at 8.30pm to unload the truck. 50% of the boxes were damaged. They did not take care of boxes with fragile stickers (which I added to every side of those boxes to make sure it was clear). They said they lost the hardware to my bed so left without reassembling it as stated in the contract, leaving me to “figure it out”. Those were the exact words of the delivery men. The delivery men don’t care because they say it’s not there problem it’s on the company. They also proceeded to charge me extra just because they could, or so it felt that way. Don’t even get me started on the customer service. I made my claims the day after delivery and I’m still waiting to hear back, shocker! If you got to the end of this review please take my word for it and DO NOT USE MOVE SMART.

Move size: 1 Bedroom Home Service cost: $2531

DO NOT USE THIS MOVING BROKER.

Absolutely do not ever even consider using this company. Ever. For anything. We booked services for a move two months in advance. We paid our deposit with promises for a picky up and delivery date with same day service. They gathered square footage to ensure we had space on a truck. Being anxious after reading bad reviews - we called at least 4 times to confirm we had the correct space reported. We never got a call "5 days prior to the move" as promised. We call the day of the move and was told they wouldn't be there until the next day (they give a two day time frame on the contract). So then we waited for the next day, the movers came and told me they were a last minute booking (so this was NOT scheduled as we were lead to believe). The contracted movers then told me they couldn't fit all of my stuff let alone my sectional - which we confirmed with MoveSmart at least 4 times prior.

The contracted movers then told me they would take our belongings to another state where it sits for up to 21 days and THEN gets delivered. This was after multiple confirmations from the broker company, MoveSmart, that we had same day delivery. Then, after the contractors refused service MoveSmart attempted to set up another delivery date. We had to be in our new town that weekend so there was no point - so now we were out the $599 deposit AND uhaul fees. Our multiple voicemails, texts, and emails to customer service were never answered - save one customer service rep Brandy.

They claimed we denied the move even though we had documented proof of the contracted movers refusing. We were never refunded our deposit. This place is an absolute scam. They have no integrity and deplorable customer service. We were skeptical of the negative reviews but these hold weight. I'm also convinced the positive reviews are probably fake or made by employees to counteract all of the negative reviews stating the exact same problem we had.

Absolutely the most unethical, sliver tongued, vile people who I would not be surprised if they make their living off of the "non refundable deposits" since they do not tell you that the only way to cancel is within 72 hours of the initial phone call of setting up a move.

In times like these it is imperative to treat your fellow human with respect, decency, and ethical behaviors; All of which Move Smart is not. There was nothing Smart about using these people and I hope that not one more soul makes the same mistake that I did for trying to find an easy way to move my family 5 hours down the road.

My only hope is that this "company" soon files for bankruptcy and that Paul, Jessica, Josh, and last but certainly not least Barbara can learn to be serviceable upstanding citizens in their community.

Move size: 3 Bedroom Home Service cost: $1499

I should have read the reviews first. When I contacted th is company, the first question I had was whether they could give me a guaranteed delivery date. Pick up date was flexible, but I had to have the items delivered on a particular day when someone would be there to accept the delivery. I was told that was no problem. The pick up date was scheduled with the purpose of allowing delivery on my requested date. Then, on the delivery date with my person there waiting we find out that that was recorded only as the "first available" date to deliver and the items would show up "sometime" in the following week. I was told they "never" guarantee a delivery date, even though the did. I had even confirmed it with the person who picked up the shipment. Customer service is non-existent. calls and emails are not returned. I am still waiting to find out when they will deliver and will have to hire someone to meet them when they finally decide to show up.

Move size: Partial Move Service cost: $1500